Disgruntled Member

I signed up for membership in November 2022. The consultant called me telephonically and told me i could have access to the gyms close to me. We met up at the Randburg gym and i signed a form that was already completed only awaiting my signature and bank details.

Sometime last year i had access issues at Cresta. I was advised i had to use the Northgate gym. I disputed that and told them i was advised i could use any gym. It was later confirmed that i had national access and the team sorted out my access. Since then i have used the Cresta and Randburg gym. There was no timeline mentioned around my access.

In November i received a call from a consultant who asked if i was renewing my membership under the same terms and conditions.I confirmed that i was happy to renew under the existing terms and conditions. There was no mention that my national access was coming to an end and that i would only have access to Northgate branch.

To my disgust i now don't have access to either Cresta or Randburg.There has not been any communication to me to notify me that i cannot access the gyms i have always accessed. I have been embarassed at they gym as i have been denied access.

I emailed a complaint to Virgin Active last week Wed and have not gotten any response. Today i called the call centre and was advised i need to address the issue with the consultant who signed me on.I went to to the Randburg gym and was advised the consultant has left Virgin Active.

I am now thrown from pillar to post due to the misrepresented information that i got. The consultant advised me i would have access to all gyms which i have had -both telephonically and in person. There was no timeline stipulated. I met up with the consultant at the Randburg gym. When my access was messed up during the year i was told i had national access-also no timeline given. At renewal last year i was not advised i need to pay more than R700 to enjoy the same access.This is a ******* from Virgin Active. I feel i was not treated fairly as a customer.I was not given the relevant information to make an informed decision. Facts were misrepresented to me. I have never been to Virgin Active Northgate and would not sign up for membership at a gym thats far from me.

Virgin Active please give people all relevant information and not disguise information just to get sign ups.